ABOUT THE JOB
We are looking for a Customer Support Engineer to join our Customer Support team. This individual will be responsible for working with our external customers to provide them with overall product/software support and resolve any other technical issues that may arise. The ideal candidate will be passionate about working with customers and providing exceptional customer service.
RESPONSIBILITIES:
1. Respond to product related customer issues and contact customers to triage problems.
2. Provide remote product support for OneStream customers and troubleshoot product configuration issues.
3. Complete changes to Customer Azure environments (Configuration Changes, Database Copies, VPN, VM Resize, DB Scaling)
4. Research, resolve and respond to complex issues across the application product lines and product boundaries ensuring policy compliance.
5. Submit customer enhancement requests to software development teams.
6. Update and maintain technical knowledge base articles.
7. Ensure all interactions with OneStream customers are positive and handled with a high sense of urgency.
8. Lead by example and encourage information sharing, team-based resolution activity, cross training and putting an emphasis on resolving cases as quickly and effectively as possible.
9. Perform customer software installations and upgrades, typically in virtualized environments.
10. Building strong relationships with customers.
DESIRED SKILLS AND EXPERIENCE
Formal Education and Certification
11. College diploma or Bachelor’s Degree in a technology-related field or equivalent work experience
12. Microsoft and Cisco Certifications are a plus
Knowledge and Experience
13. 3-5+ years Software and/or In-App troubleshooting experience
14. Experience in a Level 2 or Level 3 IT support environment
15. Experience supporting customers in a Windows environment (Windows 10, Windows Server, IIS, SQL Server, SQL, VMware, and/or Hyper-V)
16. Experience documenting best practices and procedures in an IT knowledge base
17. Experience supporting customer environments within Microsoft Azure or other VM maintenance environment desirable
Nice to Have
18. Experience with PowerShell, VB.net or Visual Basic. Any object-oriented programing
19. Knowledge of Finance and Accounting practices and principles
20. Experience solving financial-driven support issues
21. Prior experience with any of the following products: OneStreamOracle Hyperion HFM, FDM, Planning, EssbaseBlacklineSAP Outlooksoft BPCSAP BOFC (Cartesis)IBM Cognos or other EPM solutions
MSSQL or Oracle SQL developer
MS Azure | AWS | Vbox | VMWare | Hypervisor
Personal Attributes
22. Results-driven.
23. Detail-oriented.
24. Strong presentation skills.
25. Able to multi-task.
26. Flexible and adaptable.
27. Team player.
28. Legally authorized to work for any company in the country where this position is located without sponsorship.
WHO WE ARE
OneStream® is an independent software company backed by private equity investors. OneStream provides an intelligent finance platform built to enable confident decision-making and maximize business impact.
OneStream unleashes organizational value by unifying data management, financial close and consolidation, planning, reporting, analytics, and machine learning. We empower Finance and Operations teams with AI-enabled insights to make faster and more intelligent decisions every single day. All in a single, modern CPM platform designed to continually evolve and scale with your organization. To learn more visit.
WHY JOIN THE ONESTREAM TEAM
29. Transparency around corporate structure, salary, and benefits
30. Core value of customer success
31. Variety of project work (not industry specific)
32. Strong culture and camaraderie
33. Multiple training opportunities
This is a critical hire and we will be taking our time with the interview process. We will do our best to respond to every inquiry and resume received. Thank you for your interest in OneStream Software.